Call Handler Support Officer Waiting Well Service

Job summary

Fixed Term for 24 months due to need of service

An exciting opportunity has arisen for a Call Handler Support Officer to join our Waiting Well Service in Powys Teaching Health Board.

The Call Handler Support Officer will be responsible for the calls received as part of the Waiting List support programme. Responsible for giving routine clinical advice to patients under the direction of a registered health professional, ensuring they receive information on how they can optimise their health pre-operatively. This will be based upon evidence-based practice in line with the legal requirements, statutory rules, and Health Board policies to practice.

Reporting directly to the Clinical responders the post holder will give advice and support to all patients who make contact. Working with the wider multidisciplinary team for each service the post holder will ensure patients receive safe, individualised, and effective standards of advice, guidance, and information. A script and Frequently Asked Questions will be used to respond to queries whilst ensuring advice is sought from Registered Nurse dependent on individual situations when necessary.

Handle confidential, contentious, and sensitive information of a personal nature and will be expected to observe and comply with specific and implied confidentiality rules and policies.

Demonstrate high levels of integrity and commitment to the Health Board.

Main duties of the job

Answer all telephone calls within the response target times and in accordance with procedure, courteously greeting the caller in both English and Welsh.

Ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures associated with the Waiting List support programme.

Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list.

Liaise with the Clinical responders and other members of the Waiting ListSupport Team and ensure callers are provided with accurate and up to date information in regard to the appropriate services.

Translate clinical information to an easily understood language for patients, clarifying medical terminology to ensure understanding.

Communicates effectively and establishes good working relationships with all people within and external to the Health Board who the post holder would encounter.

Make and receives phone calls, using initiative and judgement when handling enquires. Providing professional advice and support.

Demonstrate politeness, courtesy, and sensitivity in dealing with patients, relatives, and colleagues, maintaining good customer relations.

About us

Being the smallest Heath Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.

As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well-being.

To start your journey with us, and to learn more about what we can offer you please visit: https://pthb.nhs.wales/working-for-us/. There you will find information about our benefits and values, read staff experiences and more about what our beautiful county has to offer.